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Senior Product Support Specialist

3 months ago

Chicago, United States G2 Crowd Full time

**Senior Product Support Specialist** at G2

Remote US

We support our employees by offering generous benefits, such as flexible work, ample parental leave, and unlimited PTO. Click

to learn more about our benefits.

**About G2 - Our People** G2 was founded to create a place where people will love to work. We strive to create meaning in work and provide more than just a job: a true calling. At the heart of our community and culture are our people. Our global G2 team comes from a wide range of backgrounds and experiences, and thats what makes our G2 community strong and vibrant. We want everyone to bring their authentic selves to work, and we do this through our company and team events, our G2 Gives charitable initiatives, and our Employee Resource Groups (ERGs). Our employee-led, leadership-supported ERGs celebrate the diversity of our team, foster inclusivity and belonging, and create a space to connect to each other. Through connections and understanding, we build a stronger and more dynamic global team and help every person reach their personal peak. Due to Covid, G2 is currently operating fully remote until it is safe to return to the office. **About G2 - The Company** When you join G2 is going through exciting growth Weve recently secured our Series D funding of $157 million, which will further allow us to grow and develop our product and people. Read about it

**About The Role** G2 is looking for a Senior Product Support Specialist who excels in cross-functional collaboration, task management, and communication. G2s Product R&D team turns data into powerful insights. The integrity of our data and the representation of products and vendors alike is crucial to G2s dedication to helping buyers find the right software or service. G2 is also committed to providing top-level customer service, which includes responding in a timely manner to customer-reported bugs and other issues. The Product Support Specialist is responsible for owning the first tier of support, enabling the Product R&D team to support the company, buyers, and vendors. Using knowledge of the company and familiarity with the Product R&D team, common questions, problems, and concerns, the Product Support Specialist will see that every request is addressed and met, taking the initiative to ensure the smoothest path to resolution. This role will also own the processes that ensure all information and data on our website is accurate and up to date, continually optimizing these processes to maintain G2s commitment to a high level of service to both internal and external stakeholders. Additionally, this role will take on research tasks and assisting with projects as needed. We are looking for a self-motivated and personable individual, willing to problem solve, proactively manage expectations, and take customer and internal service to the next level. **In This Role, You Will:** * Act as an escalation path for research requests from prospects, customers, and internal team members * Fulfill tier 2 support requests and communicate directly with customers, users, vendors, and internal stakeholders to address requests directly and close issues * Assist with tier 1 support requests as needed * Diagnose problems and proposing possible solutions in the short and long-term * Route tickets to team members who can address customer and user issues * Document and optimize support processes **Minimum Qualifications:** We realize applying for jobs can feel daunting at times. Even if you dont check all the boxes in the job description, we encourage you to apply anyway. * 2-5 years experience in customer service, customer service/help desk * Bachelors degree preferred * Self-motivated, independent worker * Quick learning, adaptable * Ability to read and understand Ruby on Rails and execute queries in SQL * Ability to work cross-functionally, communication and collaboration is key **What Can Help Your Application Stand Out:** * Experience with help desk software, Salesforce Service Cloud * Experience in Software Industry **Our Commitment to Inclusivity and Diversity** At G2, we are committed to creating an inclusive and diverse environment where people of every background can thrive and feel welcome. We consider applicants without regard to race, color, creed, religion, national origin, genetic information, gender identity or expression, sexual orientation, pregnancy, age, or marital, veteran, or physical or mental disability status. Learn more about our commitments

. Salary Requirements * **Voluntary Self-Identification** For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. As set forth in G2s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. Gender Gender

Gender Please identify your race Please identify your race

Please identify your race If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Veteran Status Veteran Status

Veteran Status Form CC-305 OMB Control Number 1250-0005 Expires 05/31/2023 **Voluntary Self-Identification of Disability** We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years. Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal co

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